it service catalog: customer, provider and manager views of a service catalog
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30,000 Foot View - Customer, Provider, Manager
Is Your Service Catalog a Turkey?
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Happy Thanksgiving!!!
DON CASSON, CEO, EVERGREEN SYSTEMS
Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.
Contact: [email protected]
JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS
Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)
Contact: [email protected]
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Today’s Agenda
• About Evergreen• 30,000 Foot View – Customer, Provider,
Manager• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Customers
• Full lifecycle firm with complete ITSM / ITIL transformation experience
• Incident / Problem• Change & Request• Asset & Configuration / CMDB• Service Catalog & Portfolio• SLM & KPIs• Shared Services (HR, Facilities, Acq.)
• Deep BMC / Remedy & HP Service Manager experience
• Top 4 US ServiceNow Partner – nearly 400 engagements!
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About Evergreen Systems
Sample ClientsQuick Facts
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Conventional ITSM Thinking Is Wrong
(The Horse is our customer…)
Incident, Problem Change
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A New Guide!
13 page dictionary of Services definitions – ITIL & beyond
Taxonomy definitions, best practices and example framework guidance
This guide covers the essential elements of Service Governance including roles, responsibilities, definitions and core practices
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Useful Grounding
Service Provider. An organization supplying services to one or more internal customers or external customers.
ITIL def…Customer. Someone who buys goods or services.
Service Management. A set of specialized organizational capabilities for providing value to customers in the form of services.
Governance. Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.
Design From the Customer In, Not IT Out
Design Management Needs In From The Start
Customer Experience
Execution Effectiveness
Governance & Accountability
Provider
Customer
Manager
Services “Circle of Life”
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Build for the Providers Too or It Will Not Work
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1st Customer Key – Design for User Experience
Customer Experience
Execution Effectiveness
Governance & Accountability
• Simple• Beautiful• Complete• Predictive• Leading
Design Customer In, Not IT Out
2nd Customer Key – Design for Self Service
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How do customers feel about it? • They want it
• 75% prefer online support (if it were reliable)• 91% would use a single, online Knowledge Base
• They’re not too happy with most• 37% currently even try
• There are great ones out there
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3rd Customer Key – Continuous Improvement
One Good Place to Interact with IT• Simple & intuitive• Easier to request support than today• Self service place to check status• Search for answers in high value
knowledge• Build a few simple, high value self-
service interactions
Make it 10% better…
3 Customer Challenge Areas
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• Start with the customer
• Don’t hide from feedback, make it easy
• Don’t make the customer do IT’s work
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1st Provider Key – Practice Balanced Design
Customer Experience
Execution Effectiveness
Governance & Accountability
Give the Customer What They Want to Get What We Need
2nd Provider Key – Make Good Build Decisions
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WorthwhileHigh volume
Highly repetitiveSimple, durable
2-3 solutions meet the 80/20
Value?
Cost & Risk?
Cost to build & maintainDegree of complexityRisk of failure
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Balanced Design & Good Build Example
SimpleEffectiveHigh ValueHigh VolumeFully Automated
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3rd Provider Key – Build Modular Services
Build reusable service modules
Combine them to create new services
Manage each service as a configuration item (CI) to give you accountability
A SERVICE
SILO
SILOSILO
SILO
SILOSvcSvc
Svc
Svc
Svc
3 Provider Challenge Areas
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• Resist rifle shot services
• Not every service is a good service
• Dig to find the happy meals
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1st Manager Key – Use a Service Design Process
Service Name Virtual Meeting Collaboration - Internal OnlyDescription Provide a virtual meeting environment, which provides both audio and visual interaction
between company team members globally.Customer(s) All Employees or Contractors with an active domain accounts Service Owner Steve ThomasService Manager June SmithFunctional Requirements Microsoft Lync will provide the following functionality: Instant Messaging, IP Audio
Communications, Desktop Sharing and Multiparty Audio\Video\Content SharingCost $10 per enrolled user \ Monthly Internal Chargeback Cost Service Level Objectives \ Agreements 99.5% availability, except during stated monthly maintenance windowOperational Level Objectives \ Agreements Support Teams will engage in P1 - Service Outage troubleshooting within 15 minutes Maintenance Windows 3rd Saturday of each month, from 9:00 pm to 11:59 pm ESTSupport Teams \ Primary Contact Messaging \ Alice Wilson
Windows Server Team \ Sachin GuptaDatabase Team \ Susan PriceNetwork Team \ Alex Tromanski
Service Design Package
Service Design Process
2nd Manager Key – Use a Service Taxonomy
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Service Taxonomy
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3rd Manager Key - Build a Services Factory
consider build modify retire
1st Challenge – Understand It’s Dramatically Different
• Is my application available?• Are there any pending threats? • Are incidents being handled? • What new requests are there?
• Who are my customers?• What do they want / need?• Are my customers happy?• Are they maximizing the benefit of my
service?• How can I improve my service?• What should I be building for them?• Is my service high quality, easy to use,
complete? • What can we eliminate or automate? • What are my “competitors” bringing to
market?• Is my price fair & competitive? How can I
improve it or add more value at the same cost?
• How is my delivery team doing? What do they need to be more successful?
• What are other Service Owners doing that might benefit my service?
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Te c h n i c a l S e r v i c e s M a n a g e r
S e r v i c e M a n a g e r
Service Manager
SILO
Service Manager
SILOService
Manager
SILO
Service Manager
SILO
Svc
A SERVICE
Service Manager
SILO
Svc
Svc
Svc
Customer
Service Manager
RequestOutcome
Service Providers
Svc
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2nd Challenge – It’s All in the Flow: Focused Alignment
Customer & Service Manager Alignment
Different Big Picture Goals
See – Learn – Change Manager & Provider Alignment
Virtuous Circle of Improvement
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3rd Challenge - Step Up to Lead!
• We are already doing it• Aligning with the customer
is better for us too• We can run but we can’t
hide
Awareness
• Let’s learn together• Everyone is really trying to
do a good job• We will keep it low risk
Experiment• We are working better
together• We are improving every
day• Let’s figure out our next
set of goals, then align metrics & compensation to follow them!
Learn & Adopt
“Service Manager” Concerns• This is a new way of doing things• I don’t “own” anything• I don’t control the resources• This could make us (me) look bad• This doesn’t align with my goals &
compensation
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
Demo our Self Service Catalog & Portal yourself!
One-Day, Private Service
Catalog Workshop $3,950
Possible Next Steps?
http://www.evergreensys.com25
Get a copy – email [email protected]
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• Questions?• Thank you for your time.
http://www.evergreensys.com/servicenow-partners-implementation-training-evergreen-systems
www.evergreensys.com
Wrap-Up